Beyond customer satisfaction to customer loyalty : the key to greater profitability

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It is no longer enough to concentrate on customer satisfaction; companies must graduate to customer loyalty. This Management Briefing identifies the four stages of a company's evolution toward building lasting customer loyalty, and it summarizes the key management principles that must guide the transition. The book also provides a seven-step roadmap and audit to help readers: increase customer retention rates and convert one-time buyers into lifelong customers, achieve a breakthrough profit improvement by concentrating on customer loyalty, make employee empowerment real, not just a fad or slogan.